Customer Success Specialist (CSS) - Security (Duo/Umbrella)

As part of this role, you will:

• Drive the ultimate success of Cisco Secuity products for your assigned customers, including their onboarding experience, ongoing feature adoption, and renewal.
• Engage with sales, customers, partners and pre-sales engineers to verify customers’ requirements and expectations for deploying Cisco Security products.
• Document conversations, communications, and site matrices to build delivery plans; crafting timelines and ensuring they are adhered to and that cross-functional project team members are updated at all stages of delivery.
• Maintain a modern issues list on each customer for resolution paths and handle said list within the internal organization to enable quick and efficient turnaround on customer issues.
• Optimally deliver and deploy Cisco Secure Access, Umbrella, Secure Connect and Duo to customers.
• Always keep internal CRM delivery system up to date ensuring that infrastructure provisioning is timely.
• Provide a weekly update to managers on project status to upstream to other departmental managers and to ensure that business groups are aware of any slippage or project shift.
• Ensure constant improvement process invoking the Corrective Action Review Process when it is appropriate.
• Undertake training with the customer on how to use the Admin Portal and provide all vital documentation.
• Act as an ambassador for Cisco Security during the implementation phase, building good-will, trust and confidence to carry over into Customer Support and live support.
• Orchestrate projects / activities sought at improving team processes, performance, and overall health.
• Assist junior members of the team around technical / functional direction, customer sentiment, and internal teamwork; and work with the managers on individually assigned (non-customer facing) projects that improve and further develop business functions within the implementation sphere.

Who You Are

•  You have outstanding customer service and leadership skills with the ability to multi­task and a track record for delivering excellent results.
•  You also have a detailed knowledge of SaaS products and strong networking skills.

Requirements in this role:

• Background in the SaaS space
• CCNA or higher
• Validated understanding of basic office network environments, including network security measures (.g. firewall, proxy servers, anti­virus, anti­malware, spam.) Common network protocols include TCP, UDP, DNS, DHCP, HTTP, FTP, and SMTP.
• BA/BS degree (or meaningful work experience)
• 5+ years in customer­ facing Support, Professional Services, Implementation or Client Service role.
• Language requirements: Fluent or native Japanese Reading, Writing, Listening and Speaking. General English fluency reading, writing, listening. Job training and manager for this role will be English speaking.

Preferred experience with any/all the following:

• Microsoft Active Directory, Microsoft Windows, Mac OS, Debian­ based Linux Distributions, VMWare ESX/ESXi.